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Project Management

Self starting manager with 5+ years experience in management of call center training and quality assurance. Proven track record of successful call center agent training programs, workforce management and meeting key performance metrics in mixed medium environment:  Average Handle Time (AHT) consistently within defined targets  Agent talk times consistently within defined targets.  Abandoned calls held within targets.  Process analysis and improvement  Establishment of agent career paths  Establishment of Targeted Selection (Behavioral Interviewing)  Establishment of coaching/ mentoring programs  Performance reviews and goal setting. Proven experience in building high quality, high performance teams that deliver on time and under budget. Proven leader who can motivate others to achieve.

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$35/hr Ongoing

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Self starting manager with 5+ years experience in management of call center training and quality assurance. Proven track record of successful call center agent training programs, workforce management and meeting key performance metrics in mixed medium environment:  Average Handle Time (AHT) consistently within defined targets  Agent talk times consistently within defined targets.  Abandoned calls held within targets.  Process analysis and improvement  Establishment of agent career paths  Establishment of Targeted Selection (Behavioral Interviewing)  Establishment of coaching/ mentoring programs  Performance reviews and goal setting. Proven experience in building high quality, high performance teams that deliver on time and under budget. Proven leader who can motivate others to achieve.

Skills & Expertise

AnalysisCoachingInterviewingManagementQuality Assurance (QA)ReviewsTrainingWorkforce Management

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